Ocky Pocky - Case Study

OckyPocky resolves 91% customer issues within 24 hours with BotPenguin

Actions that bring Impact

The result of implementing BotPenguin's chatbot solution.

30%

decrease in query resolution time

47%

increase in engagement rate

91%

of technical issues reported were resolved within 24 hours

About Company

Born in the digital era, conquering the realm of early childhood education.

OckyPocky is redefining early learning for children aged two to six with its groundbreaking app. Featuring a captivating design, vibrant graphics, engaging animations, and immersive sounds, OckyPocky transforms learning into an enjoyable adventure. Parents can monitor their child's progress and global rank, fostering a sense of achievement and motivation.

Industry:

Educational Technology

Key features used:

WhatsApp Chatbot

Size:

Over 50 employees

Started Year:

2015

Country of Origin:

India

Challenges Faced

The people loved the initiative that OckyPocky started and they started seeing growth in their numbers, but with the growth came its share of difficulties.

They found it increasingly difficult to provide solutions to thousands of customer queries, which resulted in dissatisfaction in clients, resulting in a lower customer satisfaction rate.

Parents wanted a reliable and efficient query resolution method from the company so they could report issues promptly and improve the way their child learns from the application.

Additionally, Ockypocky wanted a better way for lead qualification and to ensure that new people who contact them can be attracted and satisfied with the response they get.

They wanted their conversion rate to improve with the limited customer support agents that they currently had.

Solution by BotPenguin

BotPenguin provided a chatbot solution that perfectly suited Ockypocky's requirements and addressed every problem they encountered in their business model.

The chatbot solution provided to OckyPocky had LiveChat integration, which helped them provide real-time support to high-priority customers and increase the query resolution time.

This ensured that children could receive help immediately, which helped keep them engaged and motivated and improved their overall learning from the application. Even parents could connect easily and get quick resolutions to any issues they encountered.

The platform builder's extremely easy-to-use nature helped them create important chat flows and provided detailed analytics that gave the company a much clearer understanding of user interactions and engagement.

Use cases

Platform

Integrations

Impact on Business Objectives

After integrating the new system, OckyPocky saw a remarkable 23% increase in user sign-ups. After going live with the chatbot solution, the monthly lead generation rose from 30-40 to over 100.

The new system streamlined their customer service processes and increased user engagement in the application. They used to observe fluctuations in customer retention rate, which improved by 27% in the next three months.

OckyPocky has always prioritized customer satisfaction. With the introduction of a chatbot in their business model, the app's customer rating saw a major boost, going from 3.8⭐️ to 4.2/5⭐️ in just three months.

The mix of chatbots, thorough analytics, and live chat functionality allowed this boost in the customer satisfaction score. The detailed analytics provided insights into user behavior, while chatbots and live chat kept users engaged and connected to the app.

Why Ocky-Pocky chose BotPenguin

BotPenguin offered a free plan for Ocky-Pocky to test out chatbot integration and its reaction among its customers, which gave them insights into customer behavior.

BotPenguin's customer support was available 24/7 to assist Ocky-Pocky and its team if they faced any problems while providing smooth custom integration of the chatbot with the CRM that Ocky-Pocky used.

Ocky-Pocky wanted a scalable service provider who could provide a chatbot solution that could easily be scaled up per demand and requirements. BotPenguin's omnichannel AI chatbot solution was the perfect match as it offered scalability, automation, and customization options that no other business provided.

We found the perfect solution with a sophisticated Live Chat feature that met our urgent needs. The app now uses chatbots to greet users, gather information, and answer common queries, making our work way easier.

— OckyPocky

Conclusion

Through the implementation of BotPenguin's chatbot solution, OckyPocky witnessed a major improvement in customer satisfaction and saved on the cost of hiring hundreds of support agents for customer service.

With BotPenguin's wide range of integrations, AI capabilities, and functionalities, all forms of communication can be automated to help a business thrive. Try the platform out today to learn how it can create more value for your business.

Thank you to Ocky Pocky's team for their collaboration and continued support.